System Analyst - Retail Operations Consultant
Bengaluru, KA, IN
About us
At ExxonMobil, our vision is to lead in energy innovations that advance modern living and a net-zero future. As one of the world’s largest publicly traded energy and chemical companies, we are powered by a unique and diverse workforce fueled by the pride in what we do and what we stand for.
The success of our Upstream, Product Solutions and Low Carbon Solutions businesses is the result of the talent, curiosity and drive of our people. They bring solutions every day to optimize our strategy in energy, chemicals, lubricants and lower-emissions technologies.
We invite you to bring your ideas to ExxonMobil to help create sustainable solutions that improve quality of life and meet society’s evolving needs. Learn more about our What and our Why and how we can work together.
What role you will play in our team
Responsible for stewardship of Escalations, Quality, Trainings and projects and facilitate the operational activities within team and broader Managed Service Provider
What you will do
- Facilitate help desk performance conformance and quality management operated by Managed Service Provider involving SLA and KPI tracking, reporting and compliance to contractual terms
- Partner with Managed Service Provider or Supplier for following activities;
- Provide management oversight of the delivery of a secure, cost effective and customer-focused service to ExxonMobil customers.
- Oversee the delivery of Customer Services – Retail Help Desk
- Coordinate work of teams to meet service targets and monitor work load and performance over time, determining trends and identifying areas of improvement
- To be an escalation point of contact and manage escalation with ownership and responsibility
- Champion continuous improvements to ensure services are delivered at a pacesetter’s cost
- Ensure timely communication to key customers
- Ensure a safe and secure operating environment
- Comply with corporate and S&C policies and report all violations
- Be familiar with Disaster Recover/ Business Continuous Plans and in the event of an incident, take charge in executing plans
Job Requirements
Skills and Qualifications
- Minimum Bachelor’s degree in IT or business customer service background with 60% & above or equivalent CGPA
- Minimum 7 years of IT related experience in Customer Service (Service Desk or Help Desk) background
- Minimum 4 years of experience in running Managed Service Provider operations
- Project Management or Transition (Change / Problem) Management experience is required
- Account / Vendor Management skills - interaction with external parties and internal senior IT or business customers expected
- Experience in supporting global operations environment
- Understanding of business controls
- Strong customer service skills and a desire to help people with technical problems
- Ability to work closely with peers and other IT support staff
- Excellent analytical and problem solving skills
- Strong communications skills - verbal and written English
- Strong conflict resolution skills
- Required leadership skills
- Strong leadership skills
- Ability to coordinate day to day tasks of self and others
- Ability to manage work in short to medium term timeline
- Ability to adapt to rapid changes
- Flexible to work in 4.00 PM - 1.00 AM IST shift
Preferred Qualifications/ Experience
- Quality & Training management (Preferred Lean Six Sigma - Green Belt)
- Escalation Management
- Incident/Outage Management
- Customer Experience Enhancement
- Excellent English communication
- Analytical Thinking
Your benefits
An ExxonMobil career is one designed to last. Our commitment to you runs deep: our employees grow personally and professionally, with benefits built on our core categories of health, security, finance and life. We offer you:
- Competitive compensation
- Medical plans, maternity leave and benefits, life, accidental death and dismemberment benefits
- Retirement benefits
- Global networking & cross-functional opportunities
- Annual vacations & holidays
- Day care assistance program
- Training and development program
- Tuition assistance program
- Workplace flexibility policy
- Relocation program
- Transportation facility
Please note benefits may change from time to time without notice, subject to applicable laws. The benefits programs are based on the Company’s eligibility guidelines.
Stay connected with us
- Learn more about ExxonMobil in India, visit ExxonMobil India and Energy Factor India.
- Follow us on LinkedIn and Instagram
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- Subscribe our channel at YouTube
EEO Statement
ExxonMobil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or disability status.
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